Content Discovery Smackdown: Hootsuite vs. Buffer vs. KloutContent Marketing Minds: Ingredients of the Tastiest Content [Nutrition Label]From the Corn Field to the Digital Era: Content Marketing Starts with TrustContent Marketing: Is 2014 Really Shaping Up to Be the Year of Video?
Your Customers Aren’t Listening! How to Create Consumer Dialogue that Converts4 Tools for Nonprofit Social Listening and Reputation ManagementThe Promising Role of Social Listening in Treating Health IssuesThe Importance of Social Listening for Brands
- Public Relations
Facebook Testing a Way for Users to Buy Products on the Platform7 Website Tips to Attract More Shoppers to Your PagesHow eCommerce, Augmented and Virtual Reality Will Redefine the Retail ExperienceSearch Query Analysis to Increase eCommerce Website Conversions
- Content Marketing
Technology & Data
Social Startups: Bizible Connects All the Dots from Marketing Contributions to RevenueCreating the Perfect Profile for Your Social Media Marketing EffortUsing GPS and Localization for Social AnalyticsAnalytics and Prospect Intel: Discovering Your Ideal Prospect
- Big Data
- Tech & Innovation
3 Security Risks You’re Taking Every Day While Using Social MediaShould the President Have the Power to "Pull the Plug" on the Internet?How Safe is Your WordPress Website From Hackers and Other Malicious Attacks?
- Software & Tools
- Small Business
- Social Organization
Celebrating the Grand Re-Launch of Social Media Today! SBH Podcast Episode 8Why Should You Care If Your Employees Are Thought Leaders?Beyond Engagement: The Art of Managing Social-Media Risk in Employee Advocacy
Why All-in-One Social Media Management Systems Don't Cut It for Social Customer ServiceWhat You Should Know About Customer, Digital, and Contextual ExperienceSurging into Q3: How to Make It Better Than Q2Is How You Serve Your Customers Costing You Business?
Join us September 15th in Atlanta for The Employee Advocacy Summit and learn how to unleash the power of your employees.
Post your event here and we'll share it with our community. If one of our members is featured, we'll promote as well on their profile.
- Marketplace & Webinars
The SMT Marketplace
Your resource for exclusive content and insights from Social Media Today, and opportunities to reach our community of professionals.
The Social Business Book Club brings you books, discussions, and insights from today's to business thought leaders.
Join interactive talks and and panel discussions with leading thinkers and practitioners on social media and networked business, or browse the catalogue of recorded sessions - all completely free.
Reach Social Media Today's community of marketing and communications professionals in an editor-approved context with a native advertising package.
Real-time Responses Via Social Media
Posted on February 8th 2013
After reading an article about some of the difficulties of communicating with an always connected customer base, it got me thinking about some of the benefits of communicating with the always connected customer, in particular real-time outreach.
Social media delivers unprecedented customer relationship management opportunities and unlike a support forum, email or ticket system, it allows you to deal with customer service issues in real-time, as they arise. It makes sense then to ensure you are keeping a watchful eye on your Facebook wall, Twitter feed, etc.
A customer may post on Facebook or Twitter with a comment, question or even a complaint. A company who can respond quickly with a helpful comment or provide relevant, timely information elevates themselves head and shoulders above the competition.
However, according to emarketer.com, an average of just 49% of companies (B2C and B2B) track and respond to social media brand mentions.
You wouldn’t ignore customer service phone calls, pre-sales calls, complaint letters, forum posts or support tickets, so why ignore customers when they communicate for the same reasons with you via social media?
The real benefit in monitoring and responding comes from the fact that not only does the individual perceive you as being responsive and helpful, so do all the other followers/fans/subscribers who have been exposed to the exchange.
BENEFITS OF REAL-TIME SOCIAL MEDIA RESPONSE
- Perceived as helpful, aiding positive brand perception
- Demonstrates high levels of customer service which drives trust in your brand
- Customers are always connected, and expect your business to be always connected too
- Ability to deal with any potential problems quickly and effectively as they arise
- Real-time responses to pre-sale queries can positively influence sales as a direct result
Investing resources into responding real-time to individual customers can seem daunting. Some businesses may feel that giving individuals this sort of attention, outside of their usual tried and tested customer service channels can’t possibly be cost effective.
Responding to individuals via social media may feel like it is a one-to-one activity, but remember, the way you deal with individuals is highly public and will be witnessed by many, so you benefit from far greater reach. Demonstrating excellent individual customer service via social media, is one of the smartest things a company can do.